• Job Description

  Req#: 25018102

  All the benefits and perks you need for you and your family:

  - Benefits from Day One

  - Paid Days Off from Day One

  - Student Loan Repayment Program

  - Career Development

  - Whole Person Wellbeing Resources

  - Mental Health Resources and Support

  Our promise to you:

  Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

  Schedule: Full Time

  The role you’ll contribute:

  The Service Desk Business Support Analyst is responsible for identifying and analyzing Adventist Information Systems processes, workflow, and procedural opportunities and developing technical solutions to enhance the operation. This critical role primary focuses on the Continuous Service Improvement (CSI) phase of the ITIL lifecycle and works in conjunction with business stakeholders and Service Desk leadership to develop strategies and improve the business. In addition, the business support analyst provides ITSM guidance and consulting for customer facing opportunities and solutions leveraging the ServiceNow platform by overseeing IT Service Management, Performance Analytics, and Service Desk Business Management.

  The value you’ll bring to the team:

  • Delivers world class customer service by positively engaging with each customer in a professional, empathetic, and friendly manner to ensure a consistent high degree of satisfaction
  • Collaborates with various Service Desk support roles, leadership and Tier 3 teams to seek opportunities for development, process improvement, and workflow efficiencies within the department
  • Develops, designs, and present reports and dashboards to leadership that illustrate performance trending and improvement opportunities which enrich the business operation
  • Compiles and analyzes real time and historical data using data visualization techniques and tools to determine business-relevant conclusions
  • Conducts research on business trends and inefficiencies and translates data into digestible information that improves business processes / outcomes
  • Utilizes various models such as PDSA, SWOT, and CSI to identify repetitive patterns of technical issues, performance gaps, and knowledge and then develops a strategy for continuous improvement
  • Creates, maintains, and publishes technical documentation, standard operating procedures, and Adventist Information Technology managed documents in accordance to IT Service Management and ITSM guidelines
  • Performs analysis of business issues, the design of systems and tools in the environment, and provides recommendations for possible solutions to ensure business needs are met

  The expertise and experiences you’ll need to succeed:

  KNOWLEDGE AND SKILLS REQUIRED :

  • EPIC Certification
  • Possesses strong written, and verbal communication skills including technical writing skills
  • Possesses proficient knowledge in process documentation, flowcharts
  • Possesses strong organizational, analytical and project management skills
  • Possesses strong functional, administrative, and technical knowledge of the ServiceNow platform
  • Possess knowledge of System Development Life Cycle involvement which includes planning, analysis, design, testing, and implementation

  KNOWLEDGE AND SKILLS PREFERRED:

  · Project Management Principles and tools (PMBOK and ITIL)

  EDUCATION AND EXPERIENCE REQUIRED :

  · Associate Required

  · Bachelor's Preferred

  · 3+ Related Experience Required

  EDUCATION AND EXPERIENCE PREFERRED:

  Epic Certification and/or proficiency of related application suite of products

  · Active member of at least 2 professional organizations related to job responsibilities preferred (HIMSS, ACHE, HFMA CHIME, AHIMA, AAHAM).

  · Master’s Degree in Healthcare, Informatics, Computer Science or Business administration; all with related healthcare experience

  ·

  LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED :

  • ITIL Foundation certification (or willing to obtain with 6 months) within 180 Days
  • ITIL Operational Support & Analysis (OSA) certification (or willing to obtain within 6 months) within 180 Days

  LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED :

  • Certified Associate in Project Management (CAPM)
  • ITIL Expert Certification
  • PMP – Project Management Professional

• About the company

  AdventHealth is a Seventh-day Adventist non-profit health care system headquartered in Altamonte Springs, Florida, that operates facilities in 9 states across the United States.

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